The way that companies handle customer service has changed dramatically in recent years. More than a decade ago, there were only two ways to contact a company – by phone or by fax (remember fax machines?). Today, you can take your pick; phone, email, live chat, snail mail and social media.
Are you still wondering if Your Customers would prefer to talk to a Human, or if you should move to an Auto Attendant? It depends on your GOALS.
If you are trying to drive your Customer AWAY from your Brand, then I say: Go ahead.
When your Customers call in with an enquiry — do you consider it a Call Center Call or a Customer Care Center Call?
Believe it or not — there is a BIG difference!